A Desktop Support Engineerprovides technical support to employees, handling issues with computer hardware, software, and network connectivity. Key responsibilities include troubleshooting, installing and maintaining equipment and software, and assisting users with setup and training. They also manage IT inventory, track issues, and contribute to system upgrades and security.
Core responsibilities
- Troubleshooting and support:Provide technical assistance to end-users via phone, email, remote access, or in-person to resolve hardware, software, and network issues. This includes diagnosing problems and identifying root causes.
- Installation and maintenance:Set up new workstations for employees, install and configure hardware and software, and perform regular maintenance and upgrades.
- Asset and inventory management:Maintain an accurate inventory of computer equipment, peripherals, and software licenses. This can also involve procuring new hardware and retiring outdated technology.
- User training and orientation:Educate employees on new software, applications, and IT policies to ensure proper usage and compliance.
- System upkeep:Monitor desktop infrastructure for performance and efficiency, and assist with implementing security protocols and system updates.
- Documentation:Document technical issues, solutions, and procedures in a ticketing system.
- Escalation:Escalate complex issues that cannot be resolved independently to the appropriate teams or higher-level engineers
